United Kingdom
Germany
Netherlands
Italy
Portugal
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Major Telecommunications Provider
Business lines streamlined through tailored workflow catalogues
11
Ongoing partnership delivering operational improvements
2 years
ITSM and Business Workflow users enabled
6,500
Mobile customers supported across the network
16 million
The large telecommunications organization launched a strategic programme to modernize its Service Management and workflow automation capabilities. The objective was to move away from a fragmented landscape of ticketing and workflow tools towards a unified platform able to support scale, operational efficiency, and long-term digital transformation.
The organization selected the BMC Helix platform as the foundation for its ITSM and Enterprise Service Management strategy. Tiberone was chosen as the implementation partner based on its proven experience in:
Enterprise-scale BMC Helix implementations
ITSM modernisation and digital transformation
Workflow automation for large, complex organisations
Hybrid cloud and on-premise Helix deployments
This partnership aimed to create a streamlined, future-ready ITSM environment aligned with the organisation’s operational, compliance, and scalability requirements.
Overview
1. Fragmented Ticketing Landscape
Multiple departments used separate ticketing tools, causing inefficiencies, inconsistent service processes, and limited visibility across operations.
2. Enterprise Deployment Constraints
The organization required an on-premise Helix deployment, while still achieving the scalability, resilience and performance typically associated with cloud-based platforms.
3. Need for Unified and Scalable Service Delivery
Supporting millions of customers and thousands of employees required a centralized platform capable of standardizing processes, enabling automation and supporting future growth.
Prior to the transformation, the organization faced several challenges commonly found in large telecommunications environments:
The Challenge
“From design to deployment, Tiberone added immense value. Their proactive support and clear communication ensured our BMC Helix implementation was on time, on budget, and aligned with our operational goals.”
IT Manager
Major European Telecom Operator
• Standardised and Tailored Service Catalogues
Multiple workflow catalogues were designed and implemented to support key business areas, driving process standardisation and measurable improvements in service quality.
• Targeted Enablement and Knowledge Transfer
Provided hands-on training to administrators and service owners, enabling internal teams to independently manage workflows, catalogues and platform configurations.
• Operational Alignment Across Services
Unified processes, naming conventions and service models were established to ensure consistency and coherence across all service areas
• Sustainable Operating Model
A strong focus on governance and capability building ensures long-term autonomy and reduced reliance on external support.
Tiberone delivered a comprehensive, end-to-end implementation of BMC Helix ITSM and BMC Helix Business Workflows, following a structured and business-aligned delivery approach.
The Solution
The ITSM cloud migration for this major European telecom operator was more than a technical upgrade, it was a transformative journey shaped by four key success factors:
Job Outcomes
A collaborative and transparent delivery model ensures strong alignment between business objectives and technical implementation, enabling effective decision-making and rapid issue resolution.
Trusted Strategic Partnership
A modern, scalable and resilient Helix ITSM and Operations environment now support high service volumes while maintaining reliability, performance, and operational stability.
Successful Enterprise Deployment of BMC Helix
Standardized processes and automated workflows reduced manual effort, improved service consistency, and enabled faster, more predictable service delivery across the organization.
Operational Efficiency and Service Quality Improvement
A single, centralized BMC Helix platform replaced multiple disconnected tools, establishing a unified Enterprise Service Management (ESM) foundation. This provides improved end-to-end visibility, stronger governance, and a consistent service experience across IT and business functions.
Unified Enterprise Service Management Platform
A collaborative and transparent delivery model ensures strong alignment between business objectives and technical implementation, enabling effective decision-making and rapid issue resolution.
Trusted Strategic Partnership
A modern, scalable and resilient Helix ITSM and Operations environment now support high service volumes while maintaining reliability, performance, and operational stability.
Successful Enterprise Deployment of BMC Helix
Standardized processes and automated workflows reduced manual effort, improved service consistency, and enabled faster, more predictable service delivery across the organization.
Operational Efficiency and Service Quality Improvement
A single, centralized BMC Helix platform replaced multiple disconnected tools, establishing a unified Enterprise Service Management (ESM) foundation. This provides improved end-to-end visibility, stronger governance, and a consistent service experience across IT and business functions.
Unified Enterprise Service Management Platform
Major Telecommunications Provider
The large telecommunications organization launched a strategic programme to modernize its Service Management and workflow automation capabilities. The objective was to move away from a fragmented landscape of ticketing and workflow tools towards a unified platform able to support scale, operational efficiency, and long-term digital transformation.